There is saying that ‘Tools Follow Process not Vice Versa’. It is very tempting, but false, to think that any business problem can be solved thru the use of technology. The bright new shiny object may actually be the worst investment to make. In addition to onboarding the new technology, the users will also need education.
The starting point is to understand the users, what they are trying to do, how successful they are, as well as how they do things and the environment. Collecting web and user statistics will provide you with a solid foundation in understanding the problem space.